The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly.

This master?s thesis studies library teaching at two university libraries, Freie Universität Berlin in Germany and Södertörn University in Sweden. The aim of this paper is to study views on information literacy, how these views affect teaching practice, and how the teaching of information literacy is connected to, on the one hand, German and Swedish learning culture and, on the other, the local community of practice at the studied university libraries. The theories applied in this paper are learning culture and community of practice as developed in the works of Judith Ricken and Etienne Wenger. The methods that have been used are qualitative, semi-structured interviews that were conducted at both university libraries.It was observed that the teaching practices were highly connected to learning cultures.

The purpose of this essay was to analyze rhetorical features of Swedish drug advertising and see if drug advertising could be misleading or not. The study was primarily concentrated on how pills were described and that was the overall picture of pills created in commercials. The essay uses theories of narrative, semiotic, argumentation and theories concerning social communication in advertising. In this study fife TV-ads were analyzed: Alvedon, Ibumetin, Treo, Bamyl, and Ipren. The analysis showed that drug advertising has the potential to be misleading mostly because the overall picture of pills which creates in commercials is strong and kind heroes. .

 Date: 2008-10-06Level: Bachelor thesis within Information Technology and business economics, 15p, EIK021Authors: Anna Karlsson, akn05009@student.mdh.seLena-Maria Lindström, llm05002@student.mdh.seMagnus Wretlund, mvd05001@student.seTutor: Marie Mörndal Title: Managing IT-incidents, a case study at ICAs IT department                            OperationsKeywords: IT-incident management, IT-incident management process, IT-incident, ITIL, CCTA Problem: An organization can benefit by having an established management process of handling IT-incidents. But how can this be achieved? Are there step-by-step procedures? What´s included in the management process of IT-incidents? Is the size of the organization relevant to which model is to be chosen? Can the work of the writers of this essay result in a recommendation of a specific model for IT-incident management? These questions lead to the following essay question; How are IT-incidents managed?Purpose: The purpose of this thesis is to describe and discuss how IT incidents can be managed.Method: The writers of this essay have performed a case study at ICA, a Swedish food retail company. Eleven interviews with nine different persons have been carried out. The interviews are analyzed in the chapter called Resultat och analys.Conclusion: Our conclusion is that there are both similarities and differences in Dept.

AbstractThe research in the interdisciplinary field of natural-human-health-design has in recent decades gainedmomentum and led to new or new-old ways of thinking and acting in terms of planning and design of outdoorenvironments with the aim of health promotion. Concrete concept models and design guides have begun toemerge as a result of this research.The purpose of this work is to use these guides to develop a design proposal for a supposed health garden,with Wij Trädgårdar in Ockelbo as a base. This has been done in the form of a process description. The targetgroup for the design proposal is long-term unemployed and people who have come to Sweden as refugees.Since the specific design recommendations could not be found for the selected target group, the main materialwas general guidelines for health gardens in combination with guidelines for health gardens directed to targetgroups with stress-related problems, which is a broad target group for which there are relatively much currentresearch.The result is a process description of the progression towards a sketch on a health garden, designed for aspecific spot on Wij Trädgårdar, but available for use in other locations, provided adjustments is made to thespecific location. The sketch is supplemented with plant suggestions to different parts of the garden.

The manufactory industry, due to decline in profit margins, is seeking new business opportunities by moving towards servitization and value-adding services in after-sales. We have therefore conducted a case study to investigate a manufacturing company in their current transformation towards servitization. By studying the management perspective, we aimed to understand how Information Technology, by adding value, could play a role in the transformation process. This study shows that information technology can take an integrating role, by supporting new value-adding services to provider and customer, as well as a co-creating role, where both provider and customer benefits by learning from each other, in the changing work process initiated by new services. The study has also shown that Information Technology, together with organization, information and people, are crucial components in the manufactory industry?s transformation towards servitization.  Furthermore, the study has also shown that the value chain has the potential to drastically change due to the value-adding that the information technology brings to the progress of servitization..

To act responsible in relation to environmental, economic and social issues is a trend that is spreading among businesses and their investors. In order to assess business risks, ethical interested investors are calling for open, honest, clear CSR information that can be followed up in corporate sustainability reports. The ability to communicate about risks and to meet investors requests already in the business analytic process can save resources and increase the company?s profitability.The idea that companies should take responsibility for their impact on society from economic, environmental and social perspective is called Corporate Social Responsibility, CSR. In addition to CSR, there is another three-letter abbreviation in this context, PRI ? Principles for Responsible Investment ? which are principles, signed by ethically interested investors.

For a long time I have felt that there is a lack of time planning productson the market that attracts me to use them. Therefore I wantedto explore the possibilities of developing something that I reallywanted to use.At first I tried to come up with a more general tool for planningand structuring time, different from the products that are alreadyavailable. But soon I found it more interesting to see myself as theprimary user. This way I felt that I could experiment more and Ididn?t have to take things like production, cost and possible targetgroups into consideration.As I set out with an aim to try and understand my own problemswith planning and structuring time the project became a very personalone.

Pupils learn in different ways. It?s up to the teachers´ to give pupils the knowledge they need to live and work in society. The teacher should be aware of the ways of children learn in the classroom and should teach accordingly. Pupils work individually but should even be offered some kind of group work regularly.

By our employer Camatec Industriteknik AB have we been given the assignment to continue with the previous work ?Design of strip feeder?. Our goal with this work is to come up with a design basis for a strip feeder.Functionally a strip feeder consists of two rollers which with the aid of the friction between the strip and the coating on the roller create a strip force that pulls the strip through the working progress.Demands on this project:? 10 ? 600 mm in strip width and 0,1-1 mm in strip thickness.? Minimum 30m/min in production speed.? A maximum strip force on 30-40 kN.? The cost of the strip feeder?s components is to be considered of economy and quality.The need of a strip feeder occurs when the coil doesn?t manage to feed or pull the strip before or after a working process. The strip can otherwise be exposed by a permanent yield deformation or a change in the strip material if it?s pulled trough the working process only by the on ? and of-coils.

keywordsThis was a project about the process of animation and the presentation of looped animations in the form of a zine.My main subject for the project was to explore the possibilities of the computer program After Effects and how to incorporate the functions of this program with my hand drawn technique. I wanted to keep the hand drawn feeling and at the same time make use of all the helpful short cuts and utilities that this program had to offer. I found that this program was quite suitable for this kind of work, although I didn?t feel completely satisfied when it came to the amount of animations that I was able to put together. At the end of the project I had completed six loops (plus a older one) for the CD that came with the printed zine.Another big issue in working with this was the question of theme and content for all the different loops.

Title Becoming involved in the planning process - from the construction workers perspective.University/Institution Halmstad UniversityKeywordsEmpowerment through participation, construction workers involvement in decision making in the planning process, knowledge management and communication in the planning process, partnering, human resource managementAimThe aim of this bachelor thesis is to provide knowledge and examine how construction workers perceive involvement in the planning process of partnering projects, what they can contribute and what they get out of the planning process.Methodology The study was conducted with a qualitative approach in the form of semi-structured interviews.          The interview studie consist of 10 interviews with construction workers who are specially educated in participating in the planning process at the company ByggDialog AB.ConclusionAll respondents are positive to be involved in the planning process. The main advantages they can see is that they are able to influence technical solutions and methods that will be used later on in the production. Therefore it is important to consider when construction workers should be involved in the planning process so that they get the chance to influence in this decisions.When it comes to the decision making the construction workers should be involved in the decisions that are related to their tasks in the production such as technical solutions, choice of methods and materials. Their main duties and working hours should be in the production.Involvement in planning does not automatically mean that the construction workers are involved in the decision making, it is up to them how much they participate.

User participation in the planning process of renewing the yards of existing residential areas was introduced in Sweden in the 1970s. It arose as a solution to many of the problems which became common in the residential areas built within the Swedish million program. The aim with the million program was to build one million homes within ten years. The same year as the million program was completed, in 1975, government subsidies to improve the residential yards were introduced. One of the conditions to get the subsidies was that the residents had to be involved in the planning process.

Purpose: The purpose of this work is to investigate teachers' professional attitude to homework as a method. The study will also provide answers to the purpose for which the homeworks are used in teaching and if the individual circumstances and needs are met by this method.Method: Qualitative research was conducted through interviews with four teachers from three different schools. In addition, published surveys were used in support of reasoning.Results: Neither the curriculum or the syllabus mentions homework. There are no directives for how much time should be dispensed with and the extent of a homework should be. In teacher training literature the homework is not discussed.

The purpose of this study was to examine social workers working process in social assistance with focus on the child´s perspective. We were interested in learning about the existence of variations in approach and attitude between two municipalities. Question to be answered about what methods and approaches used by social workers to include the child´s perspective in the process of social assistance. Another question to be answered about what the manner in which social workers took into account the child´s perspective when the families apply for social assistance in relation to the operations and requirement. To fulfill the purpose, qualitative methods were used.